can't upgrade to premium

[sallylrichardso]

Hello

I am trying to upgrade my unlimited account to a premium one but the page just says 'this feature is currently unavailable, try again later'.

I have tried a few times and have got this message. Any ideas? 

Thanks

Sally 

[Peter__]

Hey Sally 🙂 

How did you pay for your unlimited exactly? 

Peter

[sallylrichardso]

I think PayPal? Maybe? It says through Facebook on my account.
Thanks
Sally

[Peter__]

Strange, would it be possible to try the upgrade steps here but in a different browser?

Peter

[sallylrichardso]

I have tried it on firefox and it still comes up with the same message. 

So frustrating!

Sally

[Peter__]

Is your unlimited a recurring subscription or did you just pay for 1/3/6 months using a gift or eCard? 

Easiest way to check is on your online overview. 

Peter

[Patricia]

Hi Sally,

You're currently paying through Facebook payments. Could you try a different payment method? It could be that causing trouble. Check out this article to find out what payment methods we have available. 

[sallylrichardso]

Hi 

I've tried to change it to my visa card but it still saying payment method is facebook on my account. 

|I don't know if the charges are only made on my billing day (6th November) which might be why it's not changing?

Really very confusing! 

Thanks for your help so far

Sally 

[Greg]

---

@sallylrichardso wrote:

Hi 

I've tried to change it to my visa card but it still saying payment method is facebook on my account. 

|I don't know if the charges are only made on my billing day (6th November) which might be why it's not changing?

Really very confusing! 

Thanks for your help so far

Sally 

---

Hi Sally!

Apologies for how confusing this is, we'll get to the bottom of this.

I can see on your account the subscription and payment method is still active.

Can you please head here and cancel your subscription?

Once cancelled, you'll be able to add a new payment method and get the upgrade completed normally.

Please let us know if you have any trouble with this. 

[sallylrichardso]

I am now getting very worried - I can't cancel my subscription - the page just reloads the same page when I click 'click here to continue to the cancellation page'.

What do you think I should do?! It seems like my whole account is messed up. 

It would be great to get a prompt reply. 

Sally 

[Greg]

Hi Sally,

No need to worry, we'll get this sorted.

Please get in contact here so we can help out via email.

This way, we'll be able to cancel the subscription for you.